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Complaints & Vulnerable Customer Policy

Complaints Policy

Our aim is to provide the highest possible standard of service. If something has gone wrong, we want to know so we can put it right.

1. Introduction & What Is a Complaint?

We are committed to providing our customers with the best possible service. If you are unhappy with any aspect of our products or services, please let us know so that we can investigate and take action to resolve the issue.

What is a complaint?

We consider a complaint to be any expression of dissatisfaction about the standard of our goods or services, or our actions or lack of actions (including those of our employees or anyone acting on our behalf) affecting our customers or prospective customers.

2. How to Make a Complaint

You can make a complaint in writing, by email, by phone, or in person.

By post:

PCM Group
1–5 Professional Place
Hodgson Way
Wickford
Essex
SS11 8YX

By email:
info@cycleking.co.uk

By phone:
Please call your local store and ask to speak to a member of our management team.

In person:
You can visit us during our normal opening hours:
Monday–Saturday: 9:30 a.m. – 5:45 p.m.
Sunday: 10:00 a.m. – 4:00 p.m.
Outside these hours, visits may be available by appointment.

3. What We Will Do

When we receive a complaint, we will:

  • Acknowledge your complaint within 3 working days.
  • Investigate the matter and provide a response within 10 working days where possible.
  • Let you know if we need more time to investigate and provide an updated timescale.
  • Keep you informed of our progress and confirm the outcome of our investigation.
4. Outcomes – What We Can Do

If we find that we have made a mistake, we will:

  • Offer a clear apology for the inconvenience caused.
  • Put things right where possible, for example by repairing or replacing the product, or issuing a refund.
  • If we cannot put things right, explain why and, where appropriate, offer a reasonable alternative.
5. Learning from Complaints

We treat complaints as an important source of feedback to help us improve our service.

  • We analyse the complaints we receive to identify patterns and root causes.
  • We implement changes where needed to prevent similar issues from recurring.
  • We train all staff to recognise when a customer is making a complaint and to offer help promptly and professionally.

Vulnerable Customer Policy

We are committed to ensuring every customer receives the right level of support for their individual needs.

1. Introduction

At Cycle King, we recognise that personal circumstances can change—sometimes temporarily, sometimes permanently—and this may leave customers feeling vulnerable. Our goal is to ensure all customers receive fair, considerate and tailored support whenever needed.

2. Examples of Customer Vulnerability

Life Events

Events such as bereavement can affect us emotionally, physically and financially. If you wish to make us aware of a difficult life event, please contact us so we can support you appropriately.

Resilience

Financial pressures can affect anyone. If you are struggling to meet a payment or need additional support, please contact us so we can work with you to find a solution.

Health

Many people experience mental or physical health conditions that make communication more difficult. If speaking by phone is challenging, you may email us instead. Our dedicated team is here to help in whichever way works best for you.

Capability

You may prefer someone else to speak on your behalf regarding purchases, finance or support. You are welcome to authorise any trusted person to communicate with us on your behalf. To arrange this, please contact us.

3. Complaints

If a customer wishes to make a complaint, we will listen, record and act fairly and reasonably, with the aim of resolving the issue as quickly as possible.

If we are unable to resolve a complaint, customers may refer the matter to the Financial Ombudsman Service or the relevant regulator.

For further details, please see our full Complaints Policy.

4. How We Support Vulnerable Customers

Cycle King aims to:

  • Treat every customer’s circumstances individually and respectfully.
  • Provide flexible, tailored responses where appropriate.
  • Offer practical solutions based on the customer’s needs.
  • Record essential information about customer needs securely and appropriately.
  • Guide customers through processes clearly and efficiently.
  • Help customers fully understand our products and services.
5. Our Staff Commitment
  • Our teams receive training to help them identify and support vulnerable customers appropriately.
  • Staff undertake ongoing development to maintain high standards of understanding and care.

If you are unsure whether your circumstances apply, or would like to discuss any form of vulnerability, please contact us:

Email: info@cycleking.co.uk
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